RightAnswers Enterprise Help Desk for IT Support

Empower Employees to Find IT Answers

Employee satisfaction is an important driver of company productivity and profitability, and nothing makes employees more frustrated than IT issues. By providing a support portal for employees to resolve their own challenges, you will reduce the number of calls to your IT service desk while providing a better employee support experience. With RightAnswers, ITIL knowledge management is a continuous improvement discipline that baselines and measures service delivery improvement.

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Self-Service Support Portals

Remove frustrations and get employees back to being productive via the support channel that works best for them.

RightAnswers Web Self-Service brings all the knowledge employees need to their fingertips with powerful search, plus FAQs, Announcements, Favorites, Most Popular categories and more.

RightAnswers Mobile Self-Service enables employees to search for knowledge on their preferred device.

Icon showing team support using enterprise ITIL to manage your IT knowledge base

Knowledge-Paks Deliver Great IT Support

Web and mobile self-service can be loaded with our Knowledge-Paks® library of technical support knowledge, targeted to self-service. Knowledge-Paks provide more than 90,000 solutions on more than 600 of the most commonly used off-the-shelf software applications. Solutions are geared toward different audiences and are updated on a quarterly basis, so you never need to worry about not having the most up-to-date solutions.

Benefits include:

  • Faster problem resolution
  • Improved customer experience and satisfaction
  • Decreased call time
  • Lower support costs
  • Increased organizational efficiency
  • Varied audiences and solution types

Learn about RightAnswers Knowledge-Paks »

RightAnswers software is based upon ITIL knowledge management protocols (the acronym stands for “Information Technology Infrastructure Library”). With ITIL protocols, processes and tasks of the RightAnswers enterprise help desk solution are not specific to any organization and can be used to align the IT support portal with the company’s business goals, while also delivering a competency standard for all support agents to meet. Furthermore, ITIL protocols also are used to develop and establish new services in a supported environment. The discipline of regular updates to RightAnswers Knowledge-Paks keeps your company’s enterprise help desk relevant and effective.

Pinnacle improves customer service and IT support using RightAnswers